Max Campo

Review of PHH

When my wife and I bought our new home, we were fi...

When my wife and I bought our new home, we were financed through Guaranteed Rate. Approximately 1 year later we got a call from our Mortgage agent, who advised us we could refinance for a lower rate and save a considerable sum of money. Prior to that call, our mortgage was recently sold to PHH. They had our mortgage for 1 month and made it the worst possible experience. Their customer service personnel are wildly unprofessional and condescending. We were notified by our previous mortgage company of the change but received no paperwork from PHH. My wife had to call to get payment information in order to avoid a late payment. The woman she spoke to called her "Honey" and seemed unconcerned about the lack of communication from PHH. Additionally, we had to make several phone calls to ensure that our county taxes would be paid on time. No one was able to give us firm information on what date they would be paid. Their finance department is obviously incompetent, evident by the $2400 check I had to submit (Which, thankfully, Dan from Guaranteed Rate told us about, or PHH would have sent us to collections with no idea anything was wrong). They noted they collected almost $4000 from us that they had not, causing us to have to pay the title company additional money following our refinance. Alicia, a PHH payment specialist, is most likely the least helpful customer service agent on the planet. She expected the folks from Guaranteed Rate to fix the problem created by PHH. She only contacted us directly to take ownership and explain the problem after Guaranteed Rate included us in an email to her telling her that her handling of the situation was unacceptable. The gist of her call when she finally did contact us was to apologize and say "I'm glad you are back at Guaranteed Rate where you will get better customer service." In the end, we were notified on 9/20 that they wanted the money to resolve the issue by 9/23. Their inattention to detail cost us a lot of money out of pocket. Most people would be blindsided by having to come up with that amount on such short notice. In summary, there are plenty of places to use for your mortgage needs. PHH has earned the 1 star reviews. I had no choice being bought by PHH, but if you do, please take 5 mins to read the reviews from the BBB and use PHH with caution.